Susan M.

Susan M. Email and Phone Number

Head of Customer Listening - Experience Pro- Obsessed with creating amazing experiences @ QGenda
Charleston, SC, US
Susan M.'s Location
Charleston, South Carolina, United States, United States
Susan M.'s Contact Details
About Susan M.

At my core, I am a passionate and intuitive customer experience guru. I creat and transform customer experiences, by being a strategic manager, thoughtful and effective leader with superb communication, planning, and crisis management skills. I am experienced at using data, intuition, and experience to build smooth-running processes and programs that boost customer satisfaction, and I have a proven ability to build relationships with customers, peers, and employees. Skilled in knowing what it takes to bring a freakishly good experience to the table. The desire to always be ahead of the curve and give customers what they want, before they ever think to ask for it, or know they need it.

Susan M.'s Current Company Details
QGenda

Qgenda

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Head of Customer Listening - Experience Pro- Obsessed with creating amazing experiences
Charleston, SC, US
Website:
qgenda.com
Employees:
760
Susan M. Work Experience Details
  • Qgenda
    Qgenda
    Charleston, Sc, Us
    View
  • Qgenda
    Head Of Customer Listening
    Qgenda Dec 2022 - Present
    Atlanta, Georgia, Us
    QGenda is the leading innovator in provider operations, delivering solutions to more than 4,000 organizations in over 45 medical specialties. As Head of Customer Listening, I lead our CX VOC programs and initiatives. I am responsible for designing, implementing, and managing program strategy, design, and advanced analytics for the programs, as well as using data-driven insights and storytelling practices to inspire the organization to listen and act on feedback. Partnering with Marketing and Product, I strategize to provide candidates for references and advocacy, case study development, expansion opportunities, and competitive differentiation.
    View
  • Inteliquent
    Customer Experience & Engagement
    Inteliquent Apr 2018 - Dec 2022
    Chicago, Il, Us
    Responsible for overall CX strategy and vision, VOC program, and customer journey. Also serve as an Operations liaison to all staff, assisting with IVR/contact center work, team engagement, training. Work regularly with operations teams (customer success, client services, NOC, porting, etc) in areas of customer support.
    View
  • Field Squared
    Director Of Solutions/Operations
    Field Squared Aug 2017 - Mar 2018
    Highlands Ranch, Co, Us
    Ensuring a great experience through efficient solutions that exceed customer needs. Providing a seamless onboarding experience through in-depth scoping sessions, and collaboration with support and software development. Manage customer support channels and team.
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  • Inspirato
    Customer Experience Program Manager
    Inspirato Apr 2015 - Aug 2017
    Denver, Colorado, Us
    Built, implemented, and monitored programs for the health, safety, and security of members and employees. Mentored and trained staff around the world, oversaw disaster relief efforts, collaborated with internal developers and engineers in program technology.
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  • Bandwidth.Com
    Manager, Customer Experience
    Bandwidth.Com Sep 2008 - May 2015
    Raleigh, Nc, Us
    I served in a few roles at Bandwidth during my tenure. Onboarding LNP Manager, CX Manager. Led teams of direct and indirect professionals in the US, created VOC program and journey maps, surveyed customers in CSAT and NPS, provided analysis, insight, new programs, and process changes to Senior Leadership and Executives. Collaborated with all internal teams to ensure a well-rounded customer experience. (Part of tenure was with Dash Carrier Services, acquired by Bandwidth). Stood up, and managed changes to customer support channels (IVR, knowledge-base, ticketing system).
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  • The Survis Group / Alcatel-Lucent
    Account Management - Provisioning & Projects
    The Survis Group / Alcatel-Lucent Jun 2007 - Jun 2008
    Stone Mountain, Ga, Us
    Hired as a contractor, I acted as an Account Manager/Provisioner for Alcatel-Lucent’s large managed accounts. Was responsible for training new provisioning agents as well as writing internal process and training documentation.
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Susan M. Skills

Telecommunications Voip Customer Experience Call Centers Leadership Management Telephony Project Management Salesforce.com Sip Customer Satisfaction Wireless Managed Services Vendor Management Troubleshooting Professional Communication Call Center People Management Marketo Technical Documentation Master Clutz Session Initiation Protocol Voice Over Ip Contact Centers Wireless Technologies Strategic Planning Customer Relationship Management Process Improvement Program Management Program Development Customer Service Account Management Training Team Leadership Marketing Product Management Microsoft Excel Microsoft Word Microsoft Powerpoint Confluence Zendesk Netsuite Software As A Service Nexonia Coupa Qualtrics Zoho Readytalk Gotomeeting Webinar Management

Susan M. Education Details

  • University Of Phoenix
    University Of Phoenix
    General
  • The Art Institutes
    The Art Institutes
    Digital Design

Frequently Asked Questions about Susan M.

What company does Susan M. work for?

Susan M. works for Qgenda

What is Susan M.'s role at the current company?

Susan M.'s current role is Head of Customer Listening - Experience Pro- Obsessed with creating amazing experiences.

What is Susan M.'s email address?

Susan M.'s email address is su****@****ent.com

What is Susan M.'s direct phone number?

Susan M.'s direct phone number is +130358*****

What schools did Susan M. attend?

Susan M. attended University Of Phoenix, The Art Institutes.

What skills is Susan M. known for?

Susan M. has skills like Telecommunications, Voip, Customer Experience, Call Centers, Leadership, Management, Telephony, Project Management, Salesforce.com, Sip, Customer Satisfaction, Wireless.

Who are Susan M.'s colleagues?

Susan M.'s colleagues are Anthony Steets, Greg Steuterman, Mba, Matthew S., Jamie Malkowski, Jennifer Miller, Tracey Yang, Pamela Lamotte.

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